Resume built for oil and gas job opportunities by a jobseeker with experience in IT Administrator Citibank N.A. Singapore, Infineon Technologies (M) Sdn Bhd Malaysia - would you like to offer this candidate a job/contract employment?

Solutions-focused, team oriented Senior Technical Support Analyst with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identifies deficiencies and potential opportunities, and develops innovative solutions for increasing reliability and improving productivity. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support.

2. Work Experience - CV/Resume Part 2 [Mandatory]

ASSISTANT MANAGER – Citibank N.A. Singapore
2006 - Present
ISA Team Lead (5/2006- - present)
• Promoted to Team Leader, handling escalation processes and mentoring other support professionals while working via in-house request system (VSR), email, phone and chat.
• Responsible for the strategic development and implementation of cost-effective training and support solutions that are designed to provide improved productivity, streamlined operations, and faster access to critical information
Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems.
• Provide 2nd Level Regional ISA support to all IT Department users in Citibank.
• Responsible to ensure all requests submitted to ISA being process within the SLA/O.
• Provide comprehensive ISA support, security configuration, maintenance, and training for users and promoted value added services for existing clients.

SYSTEM ANALYST – Infineon Technologies (M) Sdn Bhd Malaysia
2002-2006
Call Center Supervisor
• Responsible to supervise and leading the Call Center Agents to provide the 1st Level IT helpdesk support to the end users in whole APAC Region.
• Rollout the Call Center System in Infineon Sites in Malacca, Kulim, China (Suzhou, Shanghai and Hong Kong), Batam and Singapore.
• Managing/utilize the Call Center Application and Hi-Path Siemens program to manage call center metrics, lead call calibrations, and perform random-sample audits on email and chat sessions.
• As an Incident Manager to the IT Department to ensure the incidents happen to be restore back to normal as soon as possible
• Responsible to provide a monthly KPI to the Global Infrastructure Head
• Conducting training to the Call Center Agents from time to time to ensure the agents are always updated and fit to provide a better solution to the users